IT Support Help Desk - Software?

[+Byt Subscriber¹]

Hi All,

Ive been looking into getting a dedicated IT Support Help Desk package to replace the current Access Database is use.

im looking for features suchs as holding all my clients info, being able to generate reports of jobs easily, possibly being able to do monthly reports of how much time was spent on site for each client.

Being able to view a "Computer History" for each PC we look after etc.

I have had a good look at Spiceworks, but i just think this is abit overkill for what i need tbh.

I was hoping someone here would know just the program i need? Or a web based software?

Sometime with a free trial would be a bonus!

Thank you and i hope someone can help!

[majortom1981]

We use spiceworks. Its free and not hard to install. I do not think its overkill .It comes in very handy. Especially since it scans all the machines and even tells you when there warranty runs out without you even doing anything. I would give it a look again.

[LittleNeutrino Veteran]

We use spiceworks. Its free and not hard to install. I do not think its overkill .It comes in very handy. Especially since it scans all the machines and even tells you when there warranty runs out without you even doing anything. I would give it a look again.

Either Spice Works or Track-It

[Intelligen]

We use Help Desk Authority from scriptlogic. Its OK, has its pros and cons but you can purchase additional modules to do things you want. Of course its not free though. Does havea demo though so you can try it out. Its not as great as some of those high end products out there but it gets the job done.

http://www.scriptlogic.com/products/help-desk-authority/

[sc302 Veteran]

Honestly you don't need to use any feature of spiceworks you don't want to. I don't think spiceworks is what you need. It isn't that it is overkill, it is that it isn't what you are looking for or need.

But what you really want is a CRM package. There are free ones like http://www.freecrm.com/. I have used Tigerpaw and Connectwise, both are not inexpensive. I like connectwise the best and teamed up with their new software endevor labtech. The combination should be flawless. Users will be able to submit tickets from their workstation by the labtech client, the labtech client will give us the abiltiy to lock and isolate processes to help with malware removal.

I would suggest looking at these, both of these are specifically designed for IT service companies.

http://www.connectwise.com/

http://www.labtechso...-management.php

http://www.labtechsoft.com/demo.php

http://www.connectwi...active-demo.php

If you sign up for the demos I am sure they will answer a lot of questions, or at least give you ideas.

[+Byt Subscriber¹]

Thank you for the replies, we have looked at Connect Wise and hadnt heard of Labtech before so im gonna take a look at that :)

Maybe ill give Spiceworks another look, it just seems overly complicated and abit messy? or am i just being picky?

[Japlabot]

I have a question too, can Spice works be used for external clients or is it more a tool to be used by the help desk internally in an organisation's network?

[richardsim7]

Kayako! :)

[Sulphy]

Spiceworks is awesome..! its not that hard to get into the real nitty gritty of it, and the support community is just brilliant! Once you do get your head around it all, its pretty darn powerful!

[sc302 Veteran]

Spiceworks is not designed for multiple clients/customers. It is really designed for an single business. There is no crm that can separate tickets by business then by user or machine.

From what I remember of kayako (it has been years since I used it/implemented it) it does not either, it was a simple helpdesk ticketing and knowledge base system.

I strongly recommend a crm product, these products will do multiple clients, have tickets for those clients, you can generate reports from said clients, even have a knowledge base just for your individual clients. Do the demo for connectwise to see what a crm can do for you, I use it to manage my clients, create tickets for them, put time against their contracts, etc. There are lots of crm's. Some free, some not so much....connectwise is very far from free.

[c.grz]

Check out Web Helpdesk, I've used it at several clients and it's great! It's free as well!

[neufuse Veteran]

http://www.smartertools.com/smartertrack/help-desk-software.aspx

[jwil1]

ManageEngine ServiceDesk Plus is good... and also does asset tracking. Very reasonably priced and I think there is a free version too.

[alexjbeckett]

I will also vouch for Labtech, brilliant piece of software i have used it at 2 medium sized companies now

[davy141]

Try iTop - it's got ITIL and is free :-)

http://www.combodo.com/-Overview-.html

[Hurmoth]

There's UserVoice Helpdesk: http://uservoice.com/helpdesk/

There's also Zendesk, which is my personal favorite: http://www.zendesk.com/product/compare

There's also Assistly: http://www.assistly.com/why-assistly/

[vincent]

Holy-ish! its Hurmy! :o

[+Byt Subscriber¹]

Thank you all for the link, im going to give all these a trial run :D

[REM2000]

Ive used sys aid for a while now and it's really good, reliable and quite feature rich. Theres a free version and a pro version

www.sysaid.com

[Hurmoth]

Holy-ish! its Hurmy! :o

Where? :woot:

[priyaa1]

Just dont go with the sales pitched suggestions. Select any help desk software before analyzing whether it meets your requirements. You may want to try help desk software review sites like http://www.ithelpdesksoftware.com/help-desks.html to understand more clearly. There you can see the feature by feature reviews of popular help desk softwares along with the comparison reports. Better give a try,.

[margrave]

We're currently using Helpstar:

http://www.helpstar.com/

[TEX4S]

Wow- now I know what all these guys do for a living - a lot of tech support gents in here. Kinda explains why the people in HH are so damned knowledgeable.

Most of the time I look back at my tech support days and shake my head in disgust because of my boss @ that time (major douche). And how I loved firing that certain tech who constantly told everyone he "used to be Geek Squad" as if to say "I went to Harvard" :no: clueless...

As far as the post, Connect-Wise is the only thing I know of, I think thats what they used @ the GameStop HQ where I did a 6 month contract.

[sc302 Veteran]

Wow- now I know what all these guys do for a living - a lot of tech support gents in here. Kinda explains why the people in HH are so damned knowledgeable.

Na we are all geek squad rejects who don't know how to use a keyboard properly. If the magic disk can't fix it, we are all stuck looking at a blank screen and are completely clueless where to go next. ;)

[Miuku.]

Wow- now I know what all these guys do for a living - a lot of tech support gents in here. Kinda explains why the people in HH are so damned knowledgeable.

"You know when I told you I was a video game programmer? Well, that was a lie. Actually.. ah.. I kill people."

Well not really. Most of the time.

[TrevorLahey]

We are using Manage Engine right now as well... Would much rather use Track-It, but it's way too expensive.